Associate Specialist Customer Service

About the role

The Quality Auditing Associate supports customer service quality, regulatory compliance, and client commitments by completing required quality assurance audits accurately and on time. This role reviews customer service interactions and documentation against established standards, identifies coaching opportunities, and helps ensure consistent adherence to company, client, and regulatory expectations. A successful Quality Auditing Associate is detail-oriented, consistent, and committed to helping teams deliver accurate, compliant, and high-quality service. This individual understands that audit work is an essential part of maintaining client trust, supporting timely coaching, and protecting service standards across the organization. Responsibilities may include: Complete assigned quality assurance audits in accordance with established monthly requirements, standards, and timelines. Evaluate customer service interactions for accuracy, professionalism, compliance, scripting adherence, documentation quality, and overall service expectations. Document audit findings clearly and consistently to support coaching, performance improvement, and leadership reporting. Identify trends, gaps, and potential risks related to customer experience, process adherence, compliance, and quality outcomes. Partner with leaders, trainers, and operational teams to support timely coaching, early issue identification, and continuous improvement. Maintain accurate audit records and support complete reporting to leadership, Centers of Excellence, and client-facing stakeholders as needed. Apply HIPAA, privacy, scripting, and documentation standards when reviewing interactions and audit results. Contribute to a culture of quality, accountability, and service excellence across domestic and global customer service teams. Employment Qualifications High school diploma or equivalent required. Experience in customer service, healthcare revenue cycle, contact center operations, quality assurance, auditing, compliance, or a related field. Strong attention to detail with the ability to review work objectively and consistently against defined standards. Ability to manage a predictable, high-volume workload while meeting deadlines and maintaining accuracy. Strong written and verbal communication skills, including the ability to document findings clearly and professionally. Ability to work independently, follow established procedures, and escalate concerns appropriately. Working knowledge of Microsoft Office applications and comfort learning audit, reporting, or customer service systems. Must be inquisitive and demonstrate openness to innovation including AI (Artificial Intelligence) to explore better processes and ways to alleviate friction and improve patient and client experience. This is a remote position; however, candidates must be willing and able to travel to and work onsite at client, temporary, or corporate office locations as business needs require.

Requirements

• Experience completing quality audits in a healthcare, revenue cycle, patient access, customer service, or call center environment.
• Familiarity with HIPAA, privacy standards, call scripting, documentation requirements, or client-specific service expectations.
• Experience identifying quality trends and sharing findings that support coaching or process improvement.
• Prior experience working in a high-volume, metric-driven environment.
• Join an award-winning company
• Five-time winner of "Best in KLAS" 2020-2022, 2024-2025
• Black Book Research's Top Revenue Cycle Management Outsourcing Solution 2021-2024
• 22 Healthcare Financial Management Association (HFMA) MAP Awards for High Performance in Revenue Cycle 2019-2024
• Leader in Everest Group's RCM Operations PEAK Matrix Assessment 2024
• Clarivate Healthcare Business Insights (HBI) R

Benefits

Additional Information

Thank you for considering a career at Ensemble! Ensemble is a leading provider of technology-enabled revenue cycle management solutions for health systems, including hospitals and affiliated physician groups. They offer end-to-end revenue cycle solutions as well as a comprehensive suite of point solutions to clients across the country. Ensemble keeps communities healthy by keeping hospitals healthy. We recognize that healthcare requires a human touch, and we believe that every touch should be meaningful. This is why our people are the most important part of who we are. By empowering them to challenge the status quo, we know they will be the difference! O.N.E Purpose: Customer Obsession: Consistently provide exceptional experiences for our clients, patients, and colleagues by understanding their needs and exceeding their expectations. Embracing New Ideas: Continuously innovate by embracing emerging technology and fostering a culture of creativity and experimentation. Striving for Excellence: Execute at a high level by demonstrating our "Best in KLAS" Ensemble Difference Principles and consistently delivering outstanding results.

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